Customer service in hospitality not up to scratch

By Ellie Bothwell contact

- Last updated on GMT

Related tags: Customer service, Summer olympic games, London, Olympic games

The research shows that two thirds of vacancies are considered hard-to-fill because applicants don’t have the right skills
The research shows that two thirds of vacancies are considered hard-to-fill because applicants don’t have the right skills
Customer service skills are not up to the standard desired by employers in the hospitality industry, according to new research.

While 87% of business employers said customer service would be important for them in the next three to five years, 53% added that their staff lacked these vital skills.

The case is even worse for sales and customer service roles, where it was thought 70% of employees did not have the right skills.

The report from People 1st​ found that 66% of businesses had trained customer service staff in the past year but 41% found that performance had not improved.

It also showed that two thirds of vacancies are considered hard-to-fill because applicants don’t have the right skills.

'Worrying trend'

Martin-Christian Kent, executive director at People 1st, said that while a lot of work had been done in the past few years to address customer service needs, particularly in the lead up to the London 2012 Olympics, a lot more needs to be done.

“It’s a worrying trend when we see employers investing so much money in training and not getting the returns they’d like – and we have to question why that is.

“Employers need to be looking at whether the training they’re offering is relevant and that there is support for it at all levels, but it can’t stop there. They need to ensure that employees are empowered to make changes in their roles to ensure that customer service needs are addressed.”

He added that social media is having a big impact as it keeps employers informed about customer service failings.

Related topics: Marketing

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1 comment

Cause and effect

Posted by david,

Pubs offering outstanding customer service standards have broken the destructive cycle of high staff attrition rates linked to low pay and zero investment in staff training, development and empowerment.

Publicans have to make the first move. Otherwise it's just "Sorry, he/she's new here".

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